Guest Service Representative
Job Description Template

Job Overview

We are looking for a proactive and customer-centric Guest Service Representative to be a part of our team. Besides providing front desk support to guests, you will also be undertaking administrative duties. As the focal point of contact for the guests, you will be addressing the guests concerns in a professional manner. 

You should also be able to promote the hotel products and services. Your other responsibilities include preparing the guests list, monitoring check-ins/check-outs and processing advance reservations. Your ability to work independently and maintain confidentiality will be resourceful.  

If your welcoming nature and pleasing personality sets you apart from the others, then we will be happy to meet you. 

Responsibilities

• Offering front desk assistance to clients

• Handling guest requests and reservations

• Managing administrative tasks like processing payments, cash handling and delivering any mails

• Welcoming guests on arrival and providing complete assistance during their stay

• Resolving any conflicts or tensions

• Monitoring check-ins and check-outs

• Preparing stay confirmation letters, cancellations or any alterations

• Verifying guest details upon arrival and allocating guest rooms

• Coordinating with the other staff members and departments to ensure customer satisfaction

• Communicating with the Customer Service Representatives about any promotional offers

• Assisting in pre-registration activities or extended stay requests

• Providing information on transport, restaurant facilities and sightseeing locations to guests

• Coordinating with the Guest Relations Manager and Guest Relations Officer for day-to-day operations

• Processing any special requests

• Managing all operations adhering to the hotel policies and regulations

• Maintaining and updating guest details on a timely basis

Requirements

• Bachelor’s degree in Hotel Management or relevant field

• Certified course in Hospitality Management is preferred

• Prior experience in Customer Service Department

• Strong problem solving ability

• Ability to work in stressful situations and for long hours

• Ability to maintain confidentiality of guest information

• Excellent communication skills

• Display a friendly and professional demeanor at all times

• Familiarity with online booking system and Microsoft Office Tools

• Proactive and a team player

• A good listener and driven by customer satisfaction

• Excellent time management skills

• Exhibit good coordination skills

• Knowledge of hospitality industry standards and regulations

• Highly motivated

• Good marketing skills